Technical Support - Topscore Full Marks cc

Technical Support

Below is a small list of problems that have been reported to us, along with remedies that we have developed over time.

The video will not work, ERROR $80004005, Unspecified Error or Video Playback
Problems in the Hazard Awareness Skills section.
You are running your computer in Small Fonts and the software won’t run.
When inserting a genuine disk into the drive I get an error message stating that I have a counterfeit copy and I am unable to proceed.
We had very few reports saying that the software hangs on a green screen – but here is what you can do to solve this problem.
I am trying to create a user account in the software and I get a “List index out of bounds” error.

The video will not work, ERROR $80004005, Unspecified Error or Video Playback Problems in the Hazard Awareness Skills section.

This problem has been related to earlier versions of the Samsung PC Suite, or Sony PC Suite software currently installed on your computer. The Samsung or Sony PC Suite uses a video codec that conflicts with the codec used to display the videos in the Hazard Perception software. To solve the problem, you'll need to uninstall the Samsung or Sony PC Suite software from your computer. To do this, go into Control Panel > Add/Remove Programs, locate Samsung PC Suite, or Sony PC Suite in the list, and choose the option to uninstall it. Then Restart the computer.

This should fix the problem and you should now be able to view the video clips in the Hazard Perception software. If you do use the Samsung PC Suite software, please download and install the latest version from Samsung's website, as the problem does not seem to occur with the latest version.

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You are running your computer in Small Fonts and the software won’t run.

You will need to switch your computer to use “normal fonts” to run the software. This is done as explained below for the various operating systems:

If you have Windows 98 / ME or XP:

Carry out these steps first:

1.	Right click on your desktop and select properties from the list.
2.	Click on the "Settings' tab.
3.	Click on the 'Advanced' button
4.	Click on 'General' tab
5.	Under 'Font Size' change 'Large Fonts' to 'Normal Fonts'
6.	Click on Apply and then OK. Now restart your computer and everything will be back to normal.
7.	If 'Normal Fonts' is already selected then change it to 'Large Fonts' Click on Apply then OK, restart your computer
8.	Now repeat steps 1 to 6.

Now proceed as follows:

9.	Right click on your desktop and select properties from the list.
10.	Click on the 'Appearance' tab
11.	If FONT SIZE is selected as NORMAL change it to LARGE FONTS
12.	Click on APPLY then OK and restart your computer.
13.	Right click on your desktop and select properties from the list.
14.	Click on the 'Appearance' tab
15.	Change the FONT SIZE back to NORMAL
16.	Click on APPLY then OK and restart your computer.

You should now be able to run the software as intended.

If you have Windows Vista:-

1.	Right-click on your Windows Desktop and select Personalize on the pop-up menu.
2.	Click the 'Adjust font size (DPI) link near the top left hand side on the window.
3.	Click the option called 'Default Scale (96 DPI). Then click the OK button.
4.	Restart your PC.

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When inserting a genuine disk into the drive I get an error message stating that I have a counterfeit copy and I am unable to proceed.

The disk is protected against the circulation of illegally obtained copies. The license agreement states that you are not allowed to create any copies of the disk under any circumstances. Before proceeding as below we recommend that you ensure that the K53 Learner’s and Driver’s Test Success CD-ROM you have is a genuine original (i.e. not on copied medium) and is in its original packaging.

We have already implemented safeguards with our antipiracy methodology to avoid these messages from appearing. However, in very isolated instances a genuine disk has still been identified as being a counterfeit product.

To enable us to help you we would encourage you to follow these steps to create diagnostic files with information for us to troubleshoot the problem for you:

1.	Click on this link ftp://www.topscore.co.za/pub/updates/NewTSDiag.exe
2.	Save the file to your Desktop.
3.	Close Internet Explorer then double click on NewTSDiag from your desktop.
4.	Fill in the personal details section
5.	Leave all three options ticked in the diagnostic selection section.
6.	Click the SAVE DIAGNOSTICS button, select the location to save as DESKTOP.
7.	Click on SAVE and wait for the process to finish. It will display a 'Finished Writing Diagnostics' message
8.	Attach the diagnostics.zip file to an e-mail (from your desktop) and send this to Topscore at counterfeitfix@topscore.co.za with subject: Counterfeit fix failure 2.

We will then get back to you to troubleshoot the problem.

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We had very few reports saying that the software hangs on a green screen – but here is what you can do to solve this problem.

This occurs if the software does not install correctly due to a conflict with other software installed on your PC which is running in the background. To fix this problem proceed as follows:

1.	Uninstall the Driving Test software from your computer via the Add or Remove Programs section in Control Panel (or Installed Programs section if running Windows Vista). Please make sure you also choose to delete the user records at the end of the uninstall process when prompted.
2.	Boot your computer into Safe Mode. To boot into Safe Mode, turn your PC off, wait 10 seconds and turn it back on again. As soon as you have turned the computer back on (for Windows 2000 machines wait until the black and white bar appears) keep pressing the F8 key on your keyboard repeatedly. You will eventually see an Advanced Startup Menu, choose Safe Mode from that menu and press Enter. Press enter again to load Windows in safe mode.
3.	In safe mode, re-install the Driving Test software in the usual way.
4.	Restart the PC and let it boot normally this time.
5.	Once Windows has loaded, please run the Driving Test software as normal by double clicking the icon on your desktop or by selecting the entry on the start menu. The software should then run as normal.

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I am trying to create a user account in the software and I get a “List index out of bounds” error.

To fix this problem please follow these steps:

1.	Reboot the computer into Safe Mode. To boot into Safe Mode, turn your PC off, wait 10 seconds and turn it back on again. As soon as you have turned the computer back on (for Windows 2000 machines wait until the black and white bar appears) keep pressing the F8 key on your keyboard repeatedly. You will eventually see an Advanced Startup Menu, choose Safe Mode from that menu and press Enter. Press enter again to load Windows in safe mode. (Instructions below).
2.	Then uninstall the software via the Add or Remove Programs section in Control Panel (or Installed Programs section if running Windows Vista). Once you removed the software, re-install it.
3.	Now run the software and create a user account. As soon as you get to the main menu of the software, exit and restart the computer. Let the computer boot normally (i.e. do not touch the F8 key during the boot process).
4.	Now in normal Windows you should be able to use the software as expected.

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